I got an appointment (from Mr. Michael) for 4th September 2019 for an issue that while changing to Reverse gear, the Screen was showing green/ no image or scrambled image. As I reached their office on 4th September 2019 after driving for 7 kilometres from my house, the RAM screen was not showing the same problem. He advised me to leave the truck and the problem will be checked and attended by the technician.
I got my vehicle back around 5.00 pm same day after correction and warranty is claimed- (Created Flash Drive and updated Ra4 Radio Software). I took a day off to get it rectified.
After a week or so I started my vehicle at home and it was showing the same problem of the crashed screen on the reverse gear again. So, I called up Mr. Michael to book an appointment again. I was informed that I have to wait until 26th September. I requested him to give an early appointment as it is dangerous to reverse Ram1500 without reverse camera assistance. Also, he wanted the vehicle overnight at Wendell and the next morning they will check for screen problem.
On 26th when I reached the Wendell office and asked Mr. Michael for my booking. He replied that there is no booking and then I reminded him of our conversation booking of bringing the vehicle in the evening and overnight Parking on 26th September 2019. He checked his system and confirmed appointment for 26th evening.
I requested him to take a look at the screen, as the vehicle is now showing the problem during the day also and not only overnight. To my surprise, he bluntly refused and told me to report to Chrysler if I have any issues.
I also tried to show him videos and photos of the camera malfunctioning happening every day. He refused and replied rudely that he is not here to see the videos, photos and problems in the vehicle and can only receive the vehicle. The vehicle will be only inspected by a technician tomorrow. If the problem occurs in front of him, then they will repair it and if it does not happen they will not repair it.
He was not believing my words. I further requested that I have photos and videos date wise on my phone to prove my issue. He can check that as well. I was explaining to him that I am troubled and not lying about the problem. I even insisted on having a look at the vehicle in front of me so that I can show to him the issue as well. But he shouted and replied in a negative.
All this happened in front of other customers. He used words which are disrespecting and derogatory that I am trying to be a jerk and acting like a stupid. He even warned to throw the papers if I am not signing the papers.
He further said that Do I need a solution to the problem or move on.He said he is having a bad day at work.
I politely listened to him and then made my point that he is not having a bad day because of me and does not need to be disrespectful to me. But he was not ready to accept and kept on arguing on the whole subject.
Finally, I had signed and requested for a polythene bag which was given by Ms.betty on the reception near the service area. Later when I was waiting for a ride, I requested betty to connect me to the service manager. She replied that the manager is not here and gone out for lunch.
I asked for any other senior manager present there. She refused to let me meet with anyone and said that they are very busy people. I asked for any email Id or contact number and she replied rudely that she does not keep the visiting cards of anyone at reception and cannot share any more details as there is no one to attend to me in office. I had no choice but to thank her and wait for my ride. Later, I took a ride from Wendell motors back to my home.
I am shell shocked and disappointed by the kind of experience I got from their employees. I thought that it was wise to send an email to senior management at wendell. I also attached a few photos of the issue in attachment along with the email for their reference.
I wanted to share the not so courteous words, actions, thoughts and behaviour of their staff and employees with customers. In a place like Canada and at a prestigious Chrysler dealership, one can get -Such a reply to customer complaints.A third class treatment and poor level of commitment and customer service. Also not letting the customer meet/ talk to any higher manager.
I am sharing a quotation by Mr. Will Smith:-
If you are not making someone else’s life better,
Then you are wasting your time.
Your life will become better by making others lives better.
I am waiting to hear back from anyone in the company. Will someone act upon my complaint. I got my vehicle back next day with back camera changed. So in my view-Poor service, no commitment and a big mouth staff. Warning a big no to this dealer. A complaint is also sent to Chrysler.